Manager of Customer Support

It's fun to work in a company where people truly BELIEVE in what they're doing!

Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of over 1,900 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.

About Us

Arryved Inc. is a Boulder-based SaaS company specializing in Point-of-Sale solutions for the craft beverage and hospitality industry. From taprooms and brewpubs to mobile ordering and online sales, we help businesses deliver seamless customer experiences. If you love craft culture and solving complex challenges for passionate communities, you’ll love working here.

Job Summary:

We’re seeking a hands-on Manager of Customer Support. This role is equal parts people leadership, strategic execution, and operational excellence.

You’ll be responsible for managing the full support experience—from initial customer contact through resolution—while operating a team that consistently delivers exceptional service. Beyond the day-to-day, you'll own key strategic initiatives aimed at improving customer satisfaction, streamlining workflows, and scaling support as our business grows. This includes identifying and managing metrics-driven initiatives that elevate the team’s effectiveness and align with broader company goals. You’ll work cross-functionally with Product, Engineering, and Customer Success to ensure seamless collaboration, strong feedback loops, and proactive support planning.

Responsibilities:

• Lead, mentor, and develop your team, fostering a high-performance culture.
• Build and manage the on-call rotation and holiday coverage schedules.

• Own KPIs like response time, CSAT, FCR, and ticket backlog. Monitor trends and take action to meet goals.
• Drive process improvements and documentation to increase efficiency and scale.

• Ensure timely and effective resolution of support tickets across all levels.
• Engage directly with high-impact or escalated cases to model exceptional customer care.
• Serve as a technical resource for complex or ambiguous customer issues, providing guidance and escalation support.
• Help identify at-risk customers and collaborate on retention strategies.

• Serve as a key stakeholder for the voice of the customer internally by identifying trends and feedback loops for Product, Engineering, and Sales.
• Participate in new feature rollouts and own support readiness during product changes such as training, documentation management, and system admin.
• Hire and onboard new team members, ensuring inclusive hiring and retention practices.
• Implement career development plans and performance reviews.

Skills and Competencies:

• Experience owning and handling customer escalations with empathy, clarity, and urgency.

• Demonstrated ownership of support-related strategic initiatives that improve efficiency, customer satisfaction, and scalability.
• Ability to align team goals with broader company objectives and translate vision into action.

• Experience with building dashboards, reporting tools, and using data to inform strategy and team priorities.

• Excellent verbal and written communication, with the ability to tailor messaging for customers, executives, and cross-functional stakeholders.
• Comfortable in both tactical and strategic conversations, with strong facilitation skills across remote and in-person formats.

• Ability to troubleshoot basic technical issues and guide team members in solutioning.

• Passion for the craft beverage industry is a bonus!

Experience and Education requirements:

• 3+ years of experience in customer support, technical support, or product support roles.
• 2+ years managing support teams, preferably in a SaaS or tech-forward environment.
• Skilled in performance management, career development, and building inclusive, collaborative team cultures.
• Strong process-oriented mindset with a track record of building and optimizing workflows, support documentation, and training programs.
• Familiarity with support tools such as Zoho Desk, Salesforce, or similar platforms.
• Experience working with or supporting software systems (ideally POS or hospitality-tech focused).

• Deep understanding of SaaS and POS support environments, with a passion for solving complex customer issues.

Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.